Recently I was advised by PLEX to change my password because of a breach. I thought I followed the instructions but now I have lost all my personal Library and PLEX tells me I am not authorized to access my library.
I seem to have access the the PLEX supplied shows etc..
I have reloaded the Plex Server and PLEX App and reset my router to no avail.
I have tried to follow some of the tips but I think they were written for software engineers and I have trouble following some of the suggestions. Can anyone explain in English how I can resolve this problem before I just cancel my subscription.
I’m not exactly an expert on these things, but I’ve also had plenty of experiences that demonstrate that plex’s password reset policy is a huge pain in the neck, and is in serious need of review.
I think the typical answer is reclaiming the server with a claim code. But in my experience, browsing out to the server by ip address (x.x.x.x:32400/web), and completing a sign in with the new password, will get the server back online.
If you are on a different system than where Plex Media Server is running, go to http://server_ip_address:32400/web. For example, if the server’s IP address is 10.1.2.3, go to http://10.1.2.3:32400/web.
Note: You must be on the same network as the Plex server, not connecting via a VPN, etc. If you are on a different network, remote from the server, etc. write back with details describing the setup, Plex server platform, etc.
Once you have logged into the server:
Click on the wrench gear icon (Settings) in the upper right corner.
You should see your server name on the left side of the page, below the “Plex Web” section.
In the Settings section, click on General.
You should see a message saying “this server is unclaimed” (or words to that effect) with a “Claim Server” button.
Click “Claim Server.” If successful, you will see “Server claimed by your_email_address.”
You should now be able to access your server via a web browser or the other Plex clients (Smart TV, mobile app, etc.).
You may need to logout/login to the Plex app on your tv, phone, etc.
If the above does not work, write back with additional details:
Plex Media Server platform (windows/mac/linux/docker/etc.)
Plex Media Server version, if known (ex: 1.42.1.10060)
Details on what you tried, where things stop working, etc.
I have the same issues. My Plex Server is running on Windows. There was security issue with Plex and I was notified by email to change my password. Before that, I’ve already lost access to my local librairies.
Now I’m logged in my local server (localIP:32400). Using the Settings, I don’t see my server name in the list on the left.
I saw it from the Authorized Devices but it was offline. I deleted it, rebooted, the server nothing does. It’s like it doesn’t exist anymore. I don’t seem to be able to create new libraires too.
Should remove (uninstall) my server and reinstall it?
I am most interested in this thread. However, I’m wondering if Plex is different for servers. IE: I’m using the Plex server on Synology. You mention Once you have logged into the server. First, I get Not authorized. Tinkering around I can get into the server, but then you mention a gear symbol in the upper right corner. I do not have a gear symbol. I will attach a screen shot of my screen. What you see is when I click the + symbol on the bottom left.
Instead of showing me available servers, it says get a server, yet the URL shows I AM on MY server. I’m finding this very perplexing. I’ve had this server going for years. Now all of a sudden my whole library is gone, and I can’t get connected again.
Well, I do not know if this will help anyone else or not, but I tried to re-install and use the “claim code” and that seems to have done the trick. NOW I can see my server. It appears I have lost all my meta data and will have to start over adding libraries, but I’ll take the win. Somehow with password change, or who knows what, caused the whole thing to be borked. I’m kind of surprised the claim code thing has not been addressed. Or if it has, I missed it. Carry on.
Good. Now check for a database backup that you might be able to restore. Plex backs up the db every few days, and some reinstalls preserve those backups because the reinstall can be non-destructive.
Beyond that, other things people might not be aware of are: https://pms_server_ip_addr:32400/identity lets you see your server status. In the web page it returns, claimed="0" means it’s unclaimed. Go ahead and (re)claim it. claimed="1" means it’s claimed. That’s either good because you (re)claimed it or not good because you haven’t signed out of it yet to then (re)claim it with your new password.
After checking via the identity link I shared above to get an idea of its status, your next step needs a specific, non-secure URL to (re)claim it. Because you only listed (localIP:32400) it’s possible you have the URL incorrect.
You want exactly this format like FordGuy said above, http://pms_server_ip_addr:32400/web
taking special note that it’s nothttps
Hopefully that lets you get to the point of seeing it and (re)claiming it in the GUI.
In general, don’t go so far as completely uninstalling PMS. That’s most often not necessary.
Good luck!
I meant wrench. Corrected my post. Thanks for pointing it out.
The claiming process I describe in my first reply is the process from the Plex Media Server installation documentation. It is common to all platforms.
When that process does not work there are other, platform specific processes that can be used.
OP did not provide details, so I could not recommend a more specific solution.
Getting back to your question, yes, there are differences in how Plex is claimed on Windows, Mac, and Linux platforms.
On Windows, the claiming information is stored in the Windows registry. On Macs, it is stored in a plist file. On Linux systems, it is stored in a text file (preferences.xml in the Plex Data Folder).
Therefore, the Plex Claim Token method you used on your Synology NAS does not apply to PMS installs on Windows or Mac.
Metadata, etc. info is stored in the Plex database and is not touched by the claiming process.
Use the URL @nibbles mentions to make sure your server is claimed (or go to Settings → server_name → General).
If you uninstalled Plex Media Server and chose the “Erase all” option (in red), then that deleted the database and other info in the Plex Data Folder. It can be recovered if you have a backup.
Uninstalling with “Uninstall Only” or “Sign Out and Unclaim” will not touch the metadata, database, etc. At most it removes entries from the preferences.xml file.
Getting back to your issue of missing libraries.
This is for DSM 7.x. If you’re running DSM 6, write back and we can change as needed.
Login to the NAS and use File Station to navigate to the /Plug-in Support/Databases folder in the Plex Data Folder.
You should see the com.plexapp.plugins.library.db and com.plexapp.plugins.library.blobs.db files. If Plex has made backups, you will see those same files with dates appended.
You can try restoring a backup version of the database.
Stop Plex Media Server.
Using File Station in the /Plug-in Support/Databased folder:
Rename com.plexapp.plugins.library.db to com.plexapp.plugins.library.db.bak and com.plexapp.plugins.library.blobs.db to com.plexapp.plugins.library.blobs.db.bak
Delete any files that end -shm or -wal (they normally disappear when Plex is stopped).
Pick the backup date you wish to restore.
Rename the files, removing the date so they end in .db.
Start Plex Media Server.
Wait for Plex to fully start, then login to the server.
Go to Settings → Manage → Libraries (not Library). You should see your libraries listed.
Rescan to pick up any new media added since the date the backup was taken.
I finally had to remove everything and reinstall the server. A manual cleanup of the Registry had to be done for it to complete. I was able after to reclaim the server. The /identity now show claimed=”1”
Hi Everyone I do appreciate all the comments and attempts to offer advice. Unfortunately I am no further ahead in resolving my issue.
There was mention of a claim code, what is that and how do I get one ?. Also cleaning up the registry was mentioned, once again for those not blessed with a BSC in Computer science what does that mean.
I can’t believe that PLEX charges a monthly fee to use their service but offers no useful support to its end users !!!
I am still very open to any suggestions or tips to help resolve this issue thanks very much
yeah sorry that can happen when others jump in on your thread.
we should be able to make progress.
please be aware that the useful support you desire comes from four places,
The Plex website support articles
Various posts on the forums or on Reddit
Replies from people like FordGuy61 who have a tag after their name like Plex Ninja or Plex Employee
Random folks like me who help offload those in #3.
Various Posts on the Forums or Reddit
Self explanatory. You made a topic which is great.
Replies from people like FordGuy61
It looks you were given the instructions from him that follow the support article about signing in to your plex account and reclaiming your server. His reply distilled the support article and should get you where you want to be. PMS is resilient. Don’t lose hope
Random folks like me
I suggest you follow the steps given by FordGuy61 and the support articles. To help wrap your mind around what we are going to do, I mention that the basic framework of resetting everything after a security breach is as follows:
You reset your password and using the checkbox let it sign you out of all Plex devices.
You sign into the Plex website in a web browser with your new password.
While at home on the network where your server is, you sign in to your server.
Sign in to any other Plex Players, e.g phone or a desktop computer.
Sign into an Apple TV or Plex HTPC for Mac/Windows, Chromcast, Roku, etc, if you have them, often using a claim code.
So I guess you did Step 1, and 2. FordGuy61 is trying to help you with Step 3.
Let us know where in his instructions you are stuck.
Again sorry if this got complicated. I will endeavor to do better. It looks like I forgot to answer your specific questions but instead wrote a wall of text. oops.
The support articles explain how a 5 min valid claim code is issued in Step 5 if you have an Apple TV or HTPC player in which you need to sign in. If you don’t own one, you won’t bother with claim codes.
This isn’t needed for 95% of users. Simply follow the support article and your registry will get the changes it needs automatically as you sign in with a browser to Plex.tv, then into your server, then into your desktop player.
and I have trouble following some of the suggestions. Can anyone explain in English how I can resolve this problem before I just cancel my subscription.
